Customer Experience Agent

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  "last_changed_at": "2026-05-30T05:56:48.900Z",
  "active_status": "active"
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{
  "language": "en",
  "location": {
    "raw": "Munich, Bavaria, Germany",
    "city": "Munich",
    "region": "Bavaria",
    "country": "Germany",
    "is_remote": true,
    "confidence": 0.8
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  "salary_min": null,
  "inferred_at": "2026-06-06T08:49:36.481Z",
  "launch_scope": {
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    "included": true,
    "location": {
      "raw": "Munich, Bavaria, Germany",
      "city": "Munich",
      "region": "Bavaria",
      "country": "Germany",
      "is_remote": true,
      "confidence": 0.8
    },
    "countries": [
      "Germany"
    ]
  },
  "remote_policy": "remote",
  "salary_period": null,
  "workplace_type": "remote",
  "salary_currency": null
}

{}

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    "id": "80",
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    "atsLocation": {
      "city": "Munich",
      "state": null,
      "country": "Germany",
      "province": "Bavaria"
    },
    "departmentId": "18664",
    "locationType": "1",
    "jobOpeningName": "Customer Experience Agent ",
    "departmentLabel": "Customer Success / Account Management",
    "employmentStatusLabel": "Permanent-Employee"
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  "detail_job_opening": {
    "location": {
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      "postalCode": null,
      "addressCountry": null
    },
    "datePosted": "2026-03-17",
    "atsLocation": {
      "city": "Munich",
      "state": "Bavaria",
      "country": "Germany",
      "countryId": "82"
    },
    "description": "<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt; font-weight: 600\">Job title: Customer Success</span></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt; font-weight: 600\">Team: CX</span></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt; font-weight: 600\">Operational Territory: DE/AT</span></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt; font-weight: 600\">Line manager: Head of CX DE/AT</span></p>\n<p><br><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">German Level C1-C2 is essential for this role. This role is full-time Monday to Friday. Location: Remote within Europe. </span></p>\n<p><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 14pt; font-weight: 600\">Bikmo objectives</span><br></p>\n<ol>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Protect the world's cyclists. </span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Be a great business to work for.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Make a positive impact on the world.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Become the most respected brand in our sectors.</span></li>\n</ol>\n<p><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 14pt; font-weight: 600\">Job purpose</span></p>\n<p><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">To serve as a front-line support to Bikmo’s German and Austrian partners and their customers. Guiding our partners through onboarding, developing long term partnerships by troubleshooting problems relating to policies, claims and account management. </span></p>\n<p><br></p>\n<p><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\"><span style=\"font-size: 14pt\"><span style=\"font-weight: 600\">Customer Success </span><span style=\"font-weight: 600\">Key duties &amp; responsibilities</span></span><br></span></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt; font-weight: bold\">Supporting our partners and their customers </span></p>\n<p><br></p>\n<ul>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Provide first-line support for Bikmo’s German and Austrian partners and their customers with queries relating to insurance policies and claims, ensuring timely, clear, and accurate responses</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Act as a knowledgeable and reassuring point of contact, helping our partners and their customers understand their cover and guiding them through onboarding, claims and adjustments with confidence</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Triage and escalate complex queries appropriately, maintaining full ownership of the relationship throughout</span></li>\n</ul>\n<p><br><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt; font-weight: bold\">Helping our partners recommend Bikmo insurance to their customers </span></p>\n<p><br></p>\n<ul>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Work closely with new partners to help them activate their Bikmo relationship and start selling insurance to their own customers</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Guide partners through the steps needed to go live — from understanding the product to setting up sales processes — making activation as smooth and fast as possible</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Support partners in gaining the knowledge and confidence to represent Bikmo well to their customers</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Troubleshooting any set-up and account management issues and escalating to the appropriate member of the Bikmo team, maintaining full ownership of the relationship throughout</span></li>\n</ul>\n<p><br><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt; font-weight: bold\">Process Improvement</span></p>\n<p><br></p>\n<ul>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Identify friction points and gaps in the existing experience for German and Austrian B2B partners and their customers </span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Proactively suggest and help implement improvements to systems, tools, and processes that create a more streamlined partner experience</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Feed partner insights back into the wider business to inform product and operational decisions</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Lead the onboarding of new B2B partners into Bikmo's systems, tools, and processes</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\"><span style=\"font-size: 14pt\"><span style=\"font-weight: 600\">Senior CX Agent </span><span style=\"font-weight: 600\">Key duties &amp; responsibilities</span></span><span style=\"font-weight: 600\"><br><br></span></span></p>\n<ul>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Be the go-to expert for our German and Austrian partners, offering expert guidance and support across a range of communication platforms; phone, live chat, email.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Handle partner  inquiries and issues with a genuine passion for helping, going above and beyond to provide solutions.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Offer in-depth knowledge of our cycling insurance products and help customers find the perfect fit.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Guide partners and their customers through the claims process, ensuring a seamless and efficient experience.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Collaborate with our product and marketing teams to improve our cycling insurance offerings.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Collaborate with the content and development teams to help develop functions that will improve the partner experience.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Monitor and report on partnership performance, and any recurring issues that require attention so we can continue to provide exceptional customer service.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Collaborate with Bikmo teams in Europe to share capability, knowledge and learning.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Identify and feedback on potential functions that will improve partner experience, throughout a customer's lifetime. </span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Keep up to date with all the latest products, processes and policy changes so you have all the information needed to excel in your role.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Embrace all things Bikmo and actively take part in communications and meetings with the team.  </span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Attend cycling industry events to promote all things Bikmo.</span></li>\n</ul>\n<p><br><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt; font-weight: 600\">In addition</span><br></p>\n<p><br></p>\n<ul>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">As a member of the team at Bikmo, you are to play a pivotal role in fostering a culture of accountability and excellence, maintaining a positive and collaborative work environment.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">As a member of the team at Bikmo, you are responsible for considering the impacts to our customers in your role to ensure compliance with the Consumer Duty and the three cross cutting rules: to act in good faith, avoid foreseeable harm, and to enable and support retail customers to pursue their financial objectives.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Purpose and impact are a core part of our culture and as a member of the team at Bikmo you will act as a sustainability advocate that drives positive innovation and change.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">To undertake any and all other duties as the business requires, in line with the responsibilities of the role, as may reasonably be requested from time to time.</span></li>\n</ul>\n<p><br><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt; font-weight: 600\">Your approach to work</span></p>\n<p><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">You will be a self-directed person who can manage your own time and can collaborate with people who have different working styles in different timezones. We believe that the best approach to work is to give our team members autonomy and accountability within their roles.  We foster a culture of trust, clear communication, and flexibility, working as one team, supporting each other to deliver our goals. </span></p>\n<p><br><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt; font-weight: 600\">What we’re looking for </span><br></p>\n<p><br></p>\n<ul>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">Personal skills: </span>Ability to think laterally and solve problems.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">People skills:</span> A great communicator with an approachable and supportive manner to effectively mentor colleagues.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">Organisational skills:</span> Well organised &amp; efficient to manage high-level activity and work accurately.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">Language Skills:</span> Fluent in German, both written and spoken (essential). Working English is also required.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">Travel:</span> Willingness to travel for meetings, events, and company gatherings.</span></li>\n</ul>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\"><span style=\"font-weight: 600\"><br></span><span style=\"font-weight: 600\">Experience</span></span></p>\n<p><br></p>\n<ul>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Background in customer experience or customer service roles, preferably in the Germany and/or Austria.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Passion for cycling or experience in related sectors like bike insurance, outdoor industries, or bike leasing (advantageous).</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Strong communication skills and the ability to empathise with customers from diverse backgrounds.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Excellent written and verbal communication across multiple channels (email, chat, and phone).</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Tech-savvy, with the ability to navigate and utilise various software tools effectively.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Detail-orientated, with the ability to manage multiple tasks and solve problems efficiently.</span></li>\n</ul>\n<p><br><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt; font-weight: 600\">Requirements</span><br></p>\n<p><br></p>\n<ul>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Fluent in German (Level C1-2)</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Familiarity with cycling culture and basic bike mechanics is a bonus.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Comfortable with data and able to use insights to enhance customer experience.</span></li>\n</ul>\n<p><br><span style=\"font-weight: bold\">Closing date: 2nd June 2026</span></p>\n<p><br><br></p>\n<p><span style=\"font-size: 12pt; font-weight: bold\">We reserve the right to close this vacancy early should we receive a high volume of applications or find the right candidate.</span></p>\n<p><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt; font-weight: bold\">Equality </span><br></p>\n<p><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Don't feel like you're matching 100% of the criteria? We welcome applicants who can meet the core requirements, even if you don't think you tick all of the boxes. We actively encourage applications from diverse backgrounds and under-represented groups within the cycling and insurance industry.</span></p>\n<p><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Bikmo is an equal opportunities employer, this means we recruit, develop and compensate regardless of differences. We value diversity. Everybody is unique and this should be celebrated. We want Bikmo to be a place where people feel comfortable bringing their whole selves to work. </span></p>\n<p><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt; font-weight: bold\">Application Process</span><br></p>\n<p><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">To continue the conversation just click the, Find out more, button and attach a short cover letter + your CV.  We love to hear how your own values and experiences align with the role.</span></p>\n<p><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">We are looking to hire for this role as soon as possible, so interviews will be on a rolling basis.</span></p>\n<p><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">If you require any reasonable adjustments to be made to support you through our recruitment process please get in touch.</span></p>\n<p><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Your right to work legally and compliantly in any country depends on your Immigration status. Therefore a condition of this recruitment process is that you can prove your ‘right to work’ with the recognised documentation to Bikmo Ltd/GmbH, in the relevant country this role is based.</span></p>\n<p><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt; font-weight: bold\">Remember </span><br></p>\n<p><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">By applying for this role you are giving Bikmo consent to use the information you provide to process your job application in accordance with GDPR/DSVGO  regulations.</span></p>\n<p><br><br></p>\n<p><br></p>",
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    "departmentLabel": "Customer Success / Account Management",
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    "minimumExperience": "Entry-level",
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}